Each request type is based on an issue type. Every issue typed has a set of allowed and required fields associated with it. As you set up a request type, you can choose to include fields that are hidden in the portal but still help your service desk team resolve the request.
Some fields can be used by an issue type but aren’t supported for use in the portal. If you want to include these fields on a request type, you’re required to set a preset value for them.
Other fields aren't supported for use in Jira Service Desk.
These fields can be added to the request type and given a preset value, but you cannot make them visible on the customer portal:
Any fields that are defined by other Jira products
Group, project, and version picker custom fields
These types of fields can't be added to a request type:
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